ABOUT THE TEAM

Our Customer Success & Consulting team helps organizations unlock the full value of Mural through expert facilitation, tailored solutions, and deep partnership. We’re systems thinkers, designers, and facilitators who love working at the intersection of people, tools, and transformation. The work we do directly shapes how customers adopt, expand, and innovate with Mural and LUMA—making us a critical partner to Sales, Customer Success, and Product.

YOUR MISSION

You’ll act as a strategic advisor and master facilitator for Mural’s most complex and high-value customers. You’ll lead engagements that blend design thinking, systems change, and Mural-powered collaboration, helping customers drive alignment, transformation, and business outcomes. You’ll coach senior leaders, co-design cross-functional workflows, and translate customer needs into scalable practices and product feedback. You’ll also play a key role in enabling internal teams through facilitation support and insight generation.

WHAT YOU'LL DO

• Design and facilitate high-impact virtual and hybrid engagements for enterprise customers from onboarding to advanced strategy workshops

• Coach senior leaders and teams on collaboration, facilitation, and workflow transformation

• Create and adapt Mural-based assets to support agile ceremonies, onboarding experiences, and customer-specific challenges

• Collaborate with Sales, Customer Success, Product, and Tech Solutions to connect customer insights to product direction and expansion opportunities

• Document outcomes in Gainsight and Salesforce, share feedback internally, and contribute to team rituals, playbooks, and learning moments

WHAT YOU'LL BRING

• 5+ years in customer success, consulting, facilitation, or experience design roles within SaaS or digital collaboration environments

• Demonstrated success leading multi-stakeholder projects, designing workshops, and driving measurable outcomes in large organizations

• Deep experience with facilitation, design thinking, and systems change—preferably with tools like Mural and frameworks like LUMA or SAFe

• Strong executive presence with the ability to engage and influence VP+ stakeholders

• A systems thinking mindset with the ability to synthesize complex dynamics into actionable insights

• Comfort using AI tools to enhance collaboration, streamline workflows, and support decision-making

• Experience working cross-functionally with CSMs, Sales, Product, and R&D

Equal Opportunity

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.